No more in-store ordering at M&S

edda

Hermia wrote: »

I just think if M&S is not going to allow customers to order in different sizes than they should try and make an effort to make sure stores have a decent range of sizes. I have lost count of the number of times I have gone into M&S only to be told they don't have a particular item in my size and they don't know when they will get them in. I saw a coat in my local M&S last year and it was only available in 10, 16 and 18. I went in several times over three weeks and they just did not get in any other sizes.

I do appreciate that it is a pain in the bum when people order stuff and do not collect it. It happens where I work too, but I do think M&S are going to put a lot of people off.

Totally agree with you on everything here Hermia.

When I've previously ordered through M&S, I've only been given a max. of 4 days to collect it (unless I make a special request for 7 days - i.e. Saturday to Saturday). The item is then put into the store for general resale, so I don't believe that stock can build up that much.

pesky2

Not been available in Teesside stores since about January we were a trial area i believe

colmil

What with the extra charge for larger bras and now this, M & S seem to have taken a lead from the Ryanair school of customer relations!

NotJustAny...

...re: the DD-G issue - watch this space.

prudence41

Interesting but this week I ordered something from the Lakeside branch to be collected from Marble Arch. No additional charge, no problem.

Always_Harassed

Solution might have been to get customers to pay for item they are ordering.

bcl999

prudence41 wrote: »

Interesting but this week I ordered something from the Lakeside branch to be collected from Marble Arch. No additional charge, no problem.

Has anyone actually checked the facts with M&S rather than just going by the RetailWeek article?

edda

bcl999 wrote: »

Has anyone actually checked the facts with M&S rather than just going by the RetailWeek article?

Checked out today in our local store - spoke to the store manager who explained what is happening.

The withdrawal of in store ordering is being rolled out across all shops - some were part of an earlier pilot and others are later in the schedule. There is a display and loads of leaflets where the order desk was located - it talks about ordering online or by phone but doesn't mention the delivery charge.

Eventually, you will be able to arrange delivery to home or for pick up from a store (not sure if the food only shops will be included). I was told one of the problems with the ordering system was that items often didn't arrive in store by the promised date; customers turned up to pick up their order and were cross it wasn't there.

The staff were very helpful and obviously expecting some questions and complaints about the dropping of this service - apparently it's been around for years.

HTH

Shaztastic

I emailed M&S customer services a couple of weeks ago to complain about the removal of the instore ordering service. This is the response I got:

I'm sorry to hear of your disappointment at the removal of this service.
M&S needs to be able to trade in a challenging economy and our customers want to see the business continue to grow and improve. Therefore it is important we review our services and processes to make sure that they are cost efficient to enable this to continue to happen. At this time there are no plans to remove online delivery changes or allow store collections. However, we do appreciate the frustration this may cause some of our customers. I would like you to know that I have already passed your feedback on to our policy team who I know will be giving these views careful consideration.

manda1205

Little_Mama wrote: »

Absolutely no good either if you've got vouchers or a gift card as they don't allow those online!

You can use gift cards online, I've done so a few times now, when stuff hasnt been instore.